Dropdown list "Linked Tickets"

[CDG47]

Code of Conduct

• I agree to follow this project's Code of Conduct

Is there an existing issue for this?

• I have searched the existing issues

Version

10.0.14

Bug description

since the update from 10.0.12 to 10.0.13 and 10.0.14, we have a slow request for the dropdown list of
linked tickets

Relevant log output

no error shown in logs

Page URL

No response

Steps To reproduce

No response

Your GLPI setup information

Informations sur le système, l'installation et la configuration

GLPI 10.0.14 ( => /var/www/glpi)
Installation mode: TARBALL
Current language:fr_FR

Server

 

Operating system: Linux support 5.10.0-22-amd64 #​1 SMP Debian 5.10.178-3 (2023-04-22) x86_64

PHP 8.1.26 apache2handler (Core, FFI, PDO, Phar, Reflection, SPL, SimpleXML, Zend OPcache, apache2handler, apcu, bz2, calendar,

ctype, curl, date, dom, exif, fileinfo, filter, ftp, gd, gettext, hash, iconv, imap, intl, json, ldap, libxml, mbstring, mysqli,

mysqlnd, openssl, pcre, pdo_mysql, posix, readline, session, shmop, sockets, sodium, standard, sysvmsg, sysvsem, sysvshm,

tokenizer, xml, xmlreader, xmlrpc, xmlwriter, xsl, zip, zlib)

Setup: max_execution_time="300" memory_limit="96M" post_max_size="8M" safe_mode="" session.save_handler="files"

upload_max_filesize="2M" disable_functions=""

Software: Apache ()

Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/123.0.0.0 Safari/537.36

Server Software: Debian 12

Server Version: 10.11.4-MariaDB-1~deb12u1

Server SQL Mode: STRICT_TRANS_TABLES,ERROR_FOR_DIVISION_BY_ZERO,NO_AUTO_CREATE_USER,NO_ENGINE_SUBSTITUTION

Parameters:

Host info: xxxx via TCP/IP

PHP version (8.1.26) is supported.

Sessions configuration is OK.

Allocated memory is sufficient.

mysqli extension is installed.

Following extensions are installed: dom, fileinfo, filter, libxml, json, simplexml, xmlreader, xmlwriter.

curl extension is installed.

gd extension is installed.

intl extension is installed.

zlib extension is installed.

The constant SODIUM_CRYPTO_AEAD_XCHACHA20POLY1305_IETF_NPUBBYTES is present.

Database engine version (10.11.4) is supported.

No files from previous GLPI version detected.

The log file has been created successfully.

Write access to /home/xxx/glpi/files/_cache has been validated.

Write access to /home/xxx/glpi/files/_cron has been validated.

Write access to /home/xxx/glpi/files has been validated.

Write access to /home/xxx/glpi/files/_dumps has been validated.

Write access to /home/xxx/glpi/files/_graphs has been validated.

Write access to /home/xxx/glpi/files/_lock has been validated.

Write access to /home/xxx/glpi/files/_pictures has been validated.

Write access to /home/xxx/glpi/files/_plugins has been validated.

Write access to /home/xxx/glpi/files/_rss has been validated.

Write access to /home/xxx/glpi/files/_sessions has been validated.

Write access to /home/xxx/glpi/files/_tmp has been validated.

Write access to /home/xxx/glpi/files/_uploads has been validated.
Web server root directory configuration seems safe.

Sessions configuration is secured.

OS and PHP are relying on 64 bits integers.

exif extension is installed.

ldap extension is installed.

openssl extension is installed.

Following extensions are installed: bz2, Phar, zip.

Zend OPcache extension is installed.

Following extensions are installed: ctype, iconv, mbstring, sodium.

Write access to /var/www/glpi/marketplace has been validated.

Timezones seems loaded in database.

GLPI constants

 

GLPI_ROOT: "/var/www/glpi"

GLPI_VAR_DIR: "/home/xxx/glpi/files"

GLPI_DOC_DIR: "/home/xxx/glpi/files"

GLPI_CRON_DIR: "/home/xxx/glpi/files/_cron"

GLPI_DUMP_DIR: "/home/xxx/glpi/files/_dumps"

GLPI_GRAPH_DIR: "/home/xxx/glpi/files/_graphs"

GLPI_LOCK_DIR: "/home/xxx/glpi/files/_lock"

GLPI_PICTURE_DIR: "/home/xxx/glpi/files/_pictures"

GLPI_PLUGIN_DOC_DIR: "/home/xxx/gpi/files/_plugins"

GLPI_RSS_DIR: "/home/xxx/glpi/files/_rss"

GLPI_SESSION_DIR: "/home/xxx/glpi/files/_sessions"

GLPI_TMP_DIR: "/home/xxx/glpi/files/_tmp"

GLPI_UPLOAD_DIR: "/home/xxx/glpi/files/_uploads"

GLPI_CACHE_DIR: "/home/xxx/glpi/files/_cache"

GLPI_CONFIG_DIR: "/var/www/glpi/config"

GLPI_MARKETPLACE_DIR: "/var/www/glpi/marketplace"

GLPI_USE_CSRF_CHECK: "1"

GLPI_CSRF_EXPIRES: "7200"

GLPI_CSRF_MAX_TOKENS: "100"

GLPI_USE_IDOR_CHECK: "1"

GLPI_IDOR_EXPIRES: "7200"

GLPI_ALLOW_IFRAME_IN_RICH_TEXT: false

GLPI_SERVERSIDE_URL_ALLOWLIST: ["/^(https?|feed):\/\/[^@:]+(\/.*)?$/"]

GLPI_TELEMETRY_URI: "https://telemetry.glpi-project.org"

GLPI_INSTALL_MODE: "TARBALL"

GLPI_NETWORK_MAIL: "glpi@teclib.com"

GLPI_NETWORK_SERVICES: "https://services.glpi-network.com"

GLPI_MARKETPLACE_ALLOW_OVERRIDE: true

GLPI_MARKETPLACE_MANUAL_DOWNLOADS: true

GLPI_USER_AGENT_EXTRA_COMMENTS: ""

GLPI_DISABLE_ONLY_FULL_GROUP_BY_SQL_MODE: "1"

GLPI_AJAX_DASHBOARD: "1"

GLPI_CALDAV_IMPORT_STATE: 0

GLPI_DEMO_MODE: "0"

GLPI_CENTRAL_WARNINGS: "1"

GLPI_TEXT_MAXSIZE: "4000"

GLPI_LOCAL_I18N_DIR: "/home/xxx/glpi/files/_locales"

GLPI_LOG_DIR: "/home/xxx/glpi/files/_log"

GLPI_INVENTORY_DIR: "/home/xxx/glpi/files/_inventories"

GLPI_NETWORK_REGISTRATION_API_URL: "https://services.glpi-network.com/api/registration/"

GLPI_MARKETPLACE_PLUGINS_API_URI: "https://services.glpi-network.com/api/marketplace/"

GLPI_I18N_DIR: "/var/www/glpi/locales"

GLPI_VERSION: "10.0.14"

GLPI_SCHEMA_VERSION: "10.0.14@8f13530f7cf0fb07add30ae20013f0374956795b"

GLPI_MARKETPLACE_PRERELEASES: false

GLPI_MIN_PHP: "7.4.0"

GLPI_MAX_PHP: "8.4.0"

GLPI_YEAR: "2024"

Libraries

 

htmlawed/htmlawed version 1.2.14 in (/var/www/glpi/vendor/htmlawed/htmlawed)

phpmailer/phpmailer version 6.8.0 in (/var/www/glpi/vendor/phpmailer/phpmailer/src)

simplepie/simplepie version 1.5.8 in (/var/www/glpi/vendor/simplepie/simplepie/library)

tecnickcom/tcpdf version 6.6.2 in (/var/www/glpi/vendor/tecnickcom/tcpdf)

michelf/php-markdown in (/var/www/glpi/vendor/michelf/php-markdown/Michelf)

true/punycode in (/var/www/glpi/vendor/true/punycode/src)

iamcal/lib_autolink in (/var/www/glpi/vendor/iamcal/lib_autolink)

sabre/dav in (/var/www/glpi/vendor/sabre/dav/lib/DAV)

sabre/http in (/var/www/glpi/vendor/sabre/http/lib)

sabre/uri in (/var/www/glpi/vendor/sabre/uri/lib)

sabre/vobject in (/var/www/glpi/vendor/sabre/vobject/lib)

laminas/laminas-i18n in (/var/www/glpi/vendor/laminas/laminas-i18n/src)

laminas/laminas-servicemanager in (/var/www/glpi/vendor/laminas/laminas-servicemanager/src)

monolog/monolog in (/var/www/glpi/vendor/monolog/monolog/src/Monolog)

sebastian/diff in (/var/www/glpi/vendor/sebastian/diff/src)

donatj/phpuseragentparser in (/var/www/glpi/vendor/donatj/phpuseragentparser/src/UserAgent)

elvanto/litemoji in (/var/www/glpi/vendor/elvanto/litemoji/src)

symfony/console in (/var/www/glpi/vendor/symfony/console)

scssphp/scssphp in (/var/www/glpi/vendor/scssphp/scssphp/src)

laminas/laminas-mail in (/var/www/glpi/vendor/laminas/laminas-mail/src/Protocol)

laminas/laminas-mime in (/var/www/glpi/vendor/laminas/laminas-mime/src)

rlanvin/php-rrule in (/var/www/glpi/vendor/rlanvin/php-rrule/src)

ramsey/uuid in (/var/www/glpi/vendor/ramsey/uuid/src)

psr/log in (/var/www/glpi/vendor/psr/log/Psr/Log)

psr/simple-cache in (/var/www/glpi/vendor/psr/simple-cache/src)

psr/cache in (/var/www/glpi/vendor/psr/cache/src)

league/csv in (/var/www/glpi/vendor/league/csv/src)

mexitek/phpcolors in (/var/www/glpi/vendor/mexitek/phpcolors/src/Mexitek/PHPColors)

guzzlehttp/guzzle in (/var/www/glpi/vendor/guzzlehttp/guzzle/src)

guzzlehttp/psr7 in (/var/www/glpi/vendor/guzzlehttp/psr7/src)

glpi-project/inventory_format in (/var/www/glpi/vendor/glpi-project/inventory_format/lib/php)

wapmorgan/unified-archive in (/var/www/glpi/vendor/wapmorgan/unified-archive/src)

paragonie/sodium_compat in (/var/www/glpi/vendor/paragonie/sodium_compat/src)

symfony/cache in (/var/www/glpi/vendor/symfony/cache)

html2text/html2text in (/var/www/glpi/vendor/html2text/html2text/src)

symfony/css-selector in (/var/www/glpi/vendor/symfony/css-selector)

symfony/dom-crawler in (/var/www/glpi/vendor/symfony/dom-crawler)

twig/twig in (/var/www/glpi/vendor/twig/twig/src)

twig/string-extra in (/var/www/glpi/vendor/twig/string-extra)

symfony/polyfill-ctype not found

symfony/polyfill-iconv not found

symfony/polyfill-mbstring not found

symfony/polyfill-php80 not found

symfony/polyfill-php81 not found

symfony/polyfill-php82 in (/var/www/glpi/vendor/symfony/polyfill-php82)

league/oauth2-client in (/var/www/glpi/vendor/league/oauth2-client/src/Provider)

league/oauth2-google in (/var/www/glpi/vendor/league/oauth2-google/src/Provider)

thenetworg/oauth2-azure in (/var/www/glpi/vendor/thenetworg/oauth2-azure/src/Provider)

phpCas version 1.3.8 in (/usr/share/php/CAS/source)

LDAP directories

SQL replicas

 

Not active

Notifications

Plugins list

 

actualtime           Name: ActualTime                     Version: 3.0.0      State: Enabled

Install Method: Marketplace

news                 Name: Alertes                        Version: 1.12.1     State: Enabled

Install Method: Marketplace

fields               Name: Champs supplémentaires         Version: 1.21.8     State: Enabled

Install Method: Marketplace

credit               Name: Crédits                        Version: 1.13.2     State: Enabled

Install Method: Marketplace

datainjection        Name: Data Injection                 Version: 2.13.5     State: Installed / not activated

Install Method: Marketplace

formcreator          Name: Form Creator                   Version: 2.13.9     State: Enabled

Install Method: Marketplace

fusioninventory      Name: FusionInventory                Version: 10.0.6+1.1 State: Error / to clean

Install Method: Manual

glpiinventory        Name: GLPI Inventory                 Version: 1.3.5      State: Enabled

Install Method: Marketplace

mreporting           Name: Plus de rapports               Version: 1.8.6      State: Installed / not activated

Install Method: Marketplace

Anything else?

No response

[trasher]

Please writ in english only, as requested.

[CDG47]

Sorry, since the update from 10.0.12 to 10.0.13 and 10.0.14, we have a slow request for the dropdown list of
linked tickets

[trasher]

Did you try without any plugin?

Without an easy way to reproduce, and no further information (like number of related tickets, ...); it's not really possible to investigate on this kind of issue.

[CDG47]

About 55 300 tickets in the database.
Without any plugin it's the same issue.
The duration varies but many times it's around 10-15s

[nuria2c]

We have the same problem and with some technician profiles returns en error 500 (when the techician profile doesn't have the capability "View all tickets").

Version of GLPI: 10.0.14
Duration: more than 15s
Number of tickets in database: 133.000 aprox
Search by id ticket

[trasher]

A 500 error certainly have a trace in logs. Reported issue is not about an error, but a slow response.

[nuria2c]

Is a very low response. Most than 120 seconds.

When you try to link tickets you start write in the dropdown and at this moment, the system starts to generate the query. I think this is the reason for the slowness-

Example: if you want to link to the ticket with id 127672, when you start write "1" in the drop down the query starts, then you writes "2" and the query re-start. The system doesn't to execute the query till you finish to write. Its dificult to explain in english for me-... (sorry)

The query, for the example, is like:

SELECT DISTINCT glpi_tickets.* FROM glpi_tickets LEFT JOIN glpi_tickets_users AS glpi_tickets_users_019878060c6d5f06cbe3c4d7c31dec24
ON (glpi_tickets.id = glpi_tickets_users_019878060c6d5f06cbe3c4d7c31dec24.tickets_id
AND glpi_tickets_users_019878060c6d5f06cbe3c4d7c31dec24.type = '1' ) LEFT JOIN glpi_groups_tickets AS glpi_groups_tickets_019878060c6d5f06cbe3c4d7c31dec24
ON (glpi_tickets.id = glpi_groups_tickets_019878060c6d5f06cbe3c4d7c31dec24.tickets_id
AND glpi_groups_tickets_019878060c6d5f06cbe3c4d7c31dec24.type = '1' ) LEFT JOIN glpi_tickets_users AS glpi_tickets_users_9c6b5b644d74a9e8013c7c2ea051dffd
ON (glpi_tickets.id = glpi_tickets_users_9c6b5b644d74a9e8013c7c2ea051dffd.tickets_id
AND glpi_tickets_users_9c6b5b644d74a9e8013c7c2ea051dffd.type = '3' ) LEFT JOIN glpi_groups_tickets AS glpi_groups_tickets_9c6b5b644d74a9e8013c7c2ea051dffd
ON (glpi_tickets.id = glpi_groups_tickets_9c6b5b644d74a9e8013c7c2ea051dffd.tickets_id
AND glpi_groups_tickets_9c6b5b644d74a9e8013c7c2ea051dffd.type = '3' ) LEFT JOIN glpi_tickets_users AS glpi_tickets_users_c6f7f58b9365babf7388e555e526efd5
ON (glpi_tickets.id = glpi_tickets_users_c6f7f58b9365babf7388e555e526efd5.tickets_id
AND glpi_tickets_users_c6f7f58b9365babf7388e555e526efd5.type = '2' ) LEFT JOIN glpi_groups_tickets AS glpi_groups_tickets_c6f7f58b9365babf7388e555e526efd5
ON (glpi_tickets.id = glpi_groups_tickets_c6f7f58b9365babf7388e555e526efd5.tickets_id
AND glpi_groups_tickets_c6f7f58b9365babf7388e555e526efd5.type = '2' ) LEFT JOIN glpi_ticketvalidations
ON (glpi_tickets.id = glpi_ticketvalidations.tickets_id
) WHERE glpi_tickets.is_deleted = '0' AND NOT (glpi_tickets.id IN ('132223')) AND (((glpi_tickets.name LIKE '%error a statistic%') OR (glpi_tickets.name LIKE '%error a statistic%') OR (glpi_tickets.id LIKE '%error a statistic%') OR (glpi_tickets.id LIKE '%error a statistic%'))) AND ( glpi_tickets_users_019878060c6d5f06cbe3c4d7c31dec24.users_id = 'xxxxx'
OR glpi_tickets_users_9c6b5b644d74a9e8013c7c2ea051dffd.users_id = 'xxxxx'
OR glpi_tickets.users_id_recipient = 'xxxxx' OR glpi_groups_tickets_019878060c6d5f06cbe3c4d7c31dec24.groups_id
IN (59,87) OR glpi_groups_tickets_9c6b5b644d74a9e8013c7c2ea051dffd.groups_id
IN (59,87) OR glpi_tickets_users_c6f7f58b9365babf7388e555e526efd5.users_id = '33664' OR glpi_tickets_users_c6f7f58b9365babf7388e555e526efd5.users_id = 'xxxxx' OR glpi_groups_tickets_c6f7f58b9365babf7388e555e526efd5.groups_id
IN (59,87) OR glpi_tickets.status='1' OR glpi_ticketvalidations.users_id_validate
= '33664') ORDER BY glpi_tickets.name LIMIT 100

I don't know if this informations can help to reduce the time of the quey.

[CDG47]

We did a test, when we want link a ticket with previously selected an entity in the tree, it's fast but if we want link tickets which depend on different entities, it's extremely slow. With the version 10.0.12, the users have not reported any problems.

[nuria2c]

We have only 1 entity. In our case the ticket could depend of more than one group. May be this is the reason.